Complaints

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In a year, I had two accidents, one involved my rear bumper, and the second involve my front bumper. The first time with my rear bumper went ok. Took a little longer than expected. So I took my car in for the front bumper. I had to take it back in to have the front bumper realigned because it wasn't lined up correctly. It was way out of whack so they adjusted it. I also had keyed marks on my two driver doors that was fixed which meant they had to strip both doors to do the work and messed things up. When I first received my car, it was missing trim pieces on the bumper. My driver window auto up does not work anymore and my rear driver door auto close didn't work anymore. Everything worked before I took it in and from what they told me is that oh they just wore out. I don't believe in that. I am a general contractor and anytime I start a job. I take pictures and when I finish that job, I make sure it looks better than it did when I started. I have reached out to different managers, and when it comes down to it, I'm gonna have to fix the rest of the stuff myself out-of-pocket. The trim piece that was missing on my bumper. I ordered on ****** and got it in a week. These guys said it hasn't come yet. It hasn't come yet. It's three months later now.. they did something to my doors and now they don't work and they're not willing to fix it that's bad service don't go to this place.

  Business response

  12/17/2024

  Hi ****,

  Our General Manager had set an appointment up for you with the Service Manager, ***, at ****** *** but they did not see you for that appointment to address many of these issues.

  We also discussed your concerns with your insurance company, ********** and they denied repair for those issues. While we have no control over what State Farm decides we are actively trying to work with you to resolve the issues you have stated. We are also often bound to order parts from verified vendors versus ******, so what you may find there isn't applicable to what is allowable under BAR and insurance guidelines. 

  Our team in ********** are still open to work with you on a resolution, the first part of which would involve that appointment at Hansel ***.

  Thank you

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was repaired by G&C from an accident. The area on the riverside back tire area has separated from.the bondo.more than once. There is a lifetime guarantee on this and they've repaired it twice already. I went back because the same issue is happening again and they don't want to repair it. I've emailed them and never recieved a call or email back. I have also spoke to a tech twice on the phone and he said the car was hit you can see from the pictures it hasn't been. They have just not repaired it correctly.

  Business response

  07/01/2024

  Hi ******,

  I would like to get a few more details from you so I can best direct a solution.

  Which G&C Auto Body location performed original repair? Is that the same store you've returned to with this issue? When were the original repairs completed? Do you know what name was on the claim? Would you be able to provide your license plate number?

  I've done a quick search of our current system and haven't come up with your name, but those results are limited given the size of the search. The information I've asked for should be able to help me pare down the results and better help you. 

  Thank you,

  Customer response

  07/02/2024

  Hello,
  
  I wasn't able to respond on the website. I believe this was first repaired in 2017 at the ********* ca site. It's only been there.  My plate number is 9hkt613
  

  
  

  Business response

  07/02/2024

  Hi ******,

  I have notified the general manager of the issue, we found your service records so thank you for providing that additional information. He will be reaching out to you directly to get this resolved. I apologize for the delay in getting you the service you needed. The current general manager has also recovered your last email to the shop from December 2023 and we are investigating internally why the former general manager did not address your concerns. 

  Please let me know if you do not hear from our general manager/shop. Email me at *********************************** or you can respond through the BBB. 

  Karissa

  Customer response

  07/08/2024

  I can't figure out how to email on the website. The issue has been resolved, owner has ordered parts and repairing.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im June ************************* to G and C for front number, driver side door and mirror. They sent my car to another location I believe in ************** or somewhere I was told not to worry when I pick up my vehicle they were acting strange and nervous I looked at my vehicle everything looked in order when I got home that day I could see through the bumper the work wasnt proper I called that same day to notify them and now my number is hanging off. Theyve been giving me the run around for two months theyve been paid, I paid an deductible $500 I just want my car repaired properly I told them there is front damage something is off. They were supposed to get the car two weeks ago and now they want answer my calls and keep lying about fixing it. This is my only means of transportation I cant keep drive being that it can be hazardous. Im asking for assistance to have my vehicle repaired.

  Business response

  09/12/2023

  Hello ******,

  We are sorry for your experience and have been working directly with you to get the issues you described resolved.

  We had your car in our ******* shop last week and it sounds like the issues were addressed. Please let ** know if you need anything further from us.

  The ******* General Manager, *******************, has also reached out to you directly again to ensure your satisfaction with the outcome.

  Thank you

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of original scheduled appointment; 6/21 then they rescheduled to 6/22 Dropped off my vehicle for repairs 6/26 Vehicle was picked up from ***** 7/11, vehicle was inspected and all the unfinished and damage was noticed. Called insurance and shared images, advised to drop off vehicle for additional guaranteed repairs 7/18 dropped vehicle off for unfinished work. 7/31 no update from G&C called and advised I was picking up the vehicle today.

  Business response

  07/31/2023

  Hi ******, I am unable to find your name and contact information in our systems. Can you provide the claim number, shop location your vehicle was serviced and the contact information on the original claim?

  Thank you,

  Customer response

  07/31/2023

   
  Complaint: 20400402

  Vehicle is a CX-5 (Red) picked up from the ************************************************************************************* today (7/31) at 4pm. 

  My name is *********************** *************

  The claim came from my insurance Geico, and I was sent to this G &C Auto Body shop directly by them. 

  Sincerely,
  
  ***********************

  Business response

  08/04/2023

  Hello, it sounds like our manager has reached out to you and that you all have come to a settlement on this matter of taking the vehicle to our neighboring ************* in order to resolve the outstanding issues.

  Thank you for bringing these issues to our attention and allowing us the opportunity to address them for you.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Under open claim **************** with Geico my car was advertised as having repairs completed and I paid my deductible however, the alignment was never restored and I returned the car to G&C auto body on 7/11 at 7:30AM in ******* **. I was told repairs would take place on G&C auto body property by a third party vendor by the receptionist on duty on 7/7 at 10:07 AM. At 10:59 PM on 7/11 I received a call from officer ***** with ******* city police that my car was involved in a collision at **************************************************** (******* city police report number **********). Non emergency dispatch calls and calls to office ***** were made in which I stated my car is not supposed to be in *******. Under the ********** ****** of ********** Repair (CBAR), within the Business and Professions Code (BPC) ****** subsection b, I was not notified that my car was moved off the property of G&C auto body in *******, ** to Big * Tires, a third party, in *******, ** for repairs. ************* had reasonable time and methods to communicate this with me but chose not to do so. Big * Tires was negligent and left my car on the street leading to significant damages during the collision. I am asking for my $1,000 deductible refunded as services were advertised as completed and I paid expecting the claim to be fulfilled which it never was. G&C auto body has refused responsibility as instructed under BPC section ****** subsection b. I am still asking my deductible be refunded as repairs were never completed upon towing the car to another automotive repair dealer (Integrity auto and collision in *********, **) which after initial inspection I have been inform that a Insurance Adjustor will most likely deem the car totaled. I have filed a complaint with ********** ****** of ********** Repair regarding this.

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took the car to their authorized autobody repair shop, ***************************. The body shop have numerous errors and damaged the vehicle with poor craftmanship and keep my car for 7 months. Poor craftmanship/damaged the following: the left and right rocker panels by scratching them, they drilled s**** holes directly into the rear bumper, paint is chipping from the spoiler, the door has missed paint areas, the paint has an orange peel effect, the left driver side door was not repaired properly leaving exposed metal and uneven door that no longer flushes against the glass, and they broke the panel that goes under the front bumper. The body shop stated that the car is completed and done and they will no longer work on the car. In addition, they started work on my car without my authorization for another damaged area of my car that was being handled by another insurance company.

  Business response

  06/12/2023

  We did not keep his car for 7 months. He had two separate claim instances with **, one of which is due to damage caused by a tow truck company, not G&C Auto Body or it's employees.

   A tow truck damaged his vehicle while in our possession for the initial vandalism claim in November. We did not damage the vehicle as he states. The tow companys insurance ESIS covered the repairs due to their driver damaging ******** car, not one of our employees. The bumper cover on his **** ****** Mustang was on back order and needed to be custom built and sent to ** for replacement.

  The guest agreed to take the vehicle to our sister shop (******** Collision) in Fairfield to address his concerns.

  His scheduled appointment was on 5/16 @ 2pm (also documented via e-mail exchange between the General Manager of **************************, ***********************************, and *******). ******* confirmed the appointment and drop off and stated Hello *******, I can drop the vehicle off on Tuesday 5/16 @ 2:00PM. Regards, *************************** sent/dated Friday May 12,2023 @ 10:@24am

  It was also put in writing that should his concerns be found legitimate and require re-work, we would be providing him with a rental car until his concerns get addressed.
  He claims we have no authorization for repairs on another damaged area of my car, however there are notes in the file as well as exchanges with ******* that clearly show him being aware of the work we needed to do via communication with his Service Writer ***********************. Notes on 12/7/22 @ 10:11am from ***********************: Guest called and informed him we sent the estimate ** to insurance for front bumper. We are waiting on approval from insurance prior to repairing. Also on 12/7/22 @ 5:02pmTyrone ***** notes: Called guest spoke to ******* informed him that vehicle front bumper will take a few months to get. **** states he will take the car how it is until the bumper comes in.
  
  Ultimately, his desired resolution is one that was already offered to him but he opted to not move forward in accepting that compensation/resolution.

  Additionally, **************************** covered the guests rental car for 121 days as evident by Enterprise Rental Bill ******* # ************, Rental Agreement # 8M0RS9. This cost the shop $4,259.29 of which we have yet to be reimbursed by his insurance company or the tow company that damaged his vehicle. We will most likely never receive any form of reimbursement from any of the other parties on these charges nor will we seek to recoup it from the guest. *************************** checked into the rental on 1/12/23 @ 5:19pm and returned the rental on 5/16/23 @ 3:35pm.

  Customer response

  06/12/2023

   
  Complaint: 20169913
  
  I am rejecting this response because: 

  G&C response does not address the issues with the car. 

  The Car has been as been in their shop since late November, and I picked the car until May 16th. 

  The damage to the bumper are as follow:

  - Screws directly into the newly replaced bumper with sheet metal screws. Damage due to not following the Saleen Installation Guide attached to this complaint. The bumper will need to be replaced based on another shop assessment. The other shop's estimated is attached to this complaint. 

  - The before picture from the claims adjuster and the picture on the pick update shows the left and right rocker panels are scratched. 

  - The rear bumper has screws directly to the frame. The before and after pictures are attached to this complaint and the Saleen Installation Guide is attached as well. 

  - I authorized for the shop to order the number. I did not give authorized for them to perform the work. I would have taken my car and the bumper to another shop after the service I received. 

  - I schedule an appointment to go to the Fairfield shop, but after talking with *****, I believe they were not going to assist with this issue in good faith because they stated that car is correct. The estimate attached shows how the work needs to be repaired.

  - They offered a rental car based on the *** requirements to supply a car when your vehicle is not repaired after 30 days. 

  - In addition, they did not reinstall the front Air deflector and damaged the front Fender Splash Shield. 

  - They did not properly reinstall the side rocker panels. Screws are missing. 

  - Paint has the orange peel effect. 

  My Ask: 

  Repair the issues outlined above or pay for another shop to repair the vehicle, supply a rental car while my car is being repaired and reimburse me for time I had to take off work to address this matter. 

  
  Sincerely,
  
  ***************************

  Business response

  06/12/2023

  Unfortunately our records and ******************* accounts do not align. We have included documentation here showing we offered rental coverage - not because of BAR requirements but because we were attempting to resolve the issues with the guest.

  **************** did not bring his vehicle in for the scheduled appointment with our ******** Collision location in Fairfield (the appointment was documented in the last response). We did not decline a rental nor did we disregard his concerns, he never brought the vehicle back for ** to pursue the originally agreed upon course of action through our ******** Fairfield store. We have documented (and submitted here) the original appointment and plan of action made with this guest. Being that we did not see the guest for the agreed upon appointment we couldn't address the concerns he is now raising.

  We did offer **************** the outcome he has proposed as a solution to this issue and he rejected that resolution so we are unable to offer anything further in terms of a resolution, especially given that **************** did not adhere to our originally agreed upon plan of action to resolve these issues.  

  Customer response

  06/13/2023

   
  Complaint: 20169913
  
  I am rejecting this response because:

  This is an outstanding issue. As you stated the car was G&C ******* Location which is a sister location to the Fairfield location. ***** is the regional manager of both the ******* and Fairfield location. Considering your role and that you acknowledged the issue with the car, why would you request for me to move the car from ******* shop to the Fairfield shop? Your ******* shop employees consider the car as done and complete and stated nothing else need to be completed. I believe it will be a conflict of interest to take my car from a shop that your Vallejo direct reports (manager and employees) do not accept any liability, and take it to another one of your direct reports. 

  I believe your team could have taken the car their if you noticed the issues from the pictures I provided associated with the repair scope of work for the mustang. Considering that G&C is a Geico Auto Approve shop who recommended that I take my car their because the work should be guaranteed. 

  My Ask:

  Do you shop guarantee their work? 

  Can you provide your shop opinion regarding the **** Mustang Saleen repair completion?

  Are you willing address the issue after another shop reviewed the worked and determined that their are damaged and poor craftmanship?

   

  Sincerely,
  
  ***************************

  Business response

  06/15/2023

  We did not acknowledge any repair issues. We offered a solution, to your assertions, of having another location look at the work to determine if anything needed to be done. You agreed to that solution and did not bring the vehicle in for inspection. 

  As stated prior, we've offered to review the work you have concerns with, and already offered you the resolution you are now requesting, a resolution you have rejected. 

  Given the threats you made to our staff in Vallejo it was no longer safe to continue *********** inspection process in that shop. 

  We have given you several opportunities to address your concerns with us and you've rejected our attempts each time. We cannot offer anything outside of what was already arranged and refused by you. 

  Customer response

  06/16/2023

   
  Complaint: 20169913
  
  I am rejecting this response because:

  The offer provided by G&C was insufficient. I request the specific details of what G&C is offering to resolve this matter. 

  I did not threaten anyone at G&C. This is now a defamation of character. G&C as security camera onsite, and I request that G&C provide the date, time and the threat made along with the video and audio recording/footage. In addition, I want an official apology for making the false statement that I made any threats remarks to G&C staff. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 23, 2022 -I was involved in a hit and run accident. -I was advised by Liberty Mutual, my insurer, to tow my car to ******************************. May 28, 2022 -I called for an update on my vehicle. I was introduced to *************************, who was in charge of my account. He also said that my vehicle would be returned to factory specifications when the repairs were completed.August 26,2022 -appointment with ***** at G&C to go over the progress of the repairs. - ***** didn't show up for work that day, but didn't cancel my appointment either.- saw my vehicle. It was outside, uncovered. Rear window, rear seats and rear floor board removed.August 29, 2022 -received phone call from ***** apologizing for not showing up. I expressed my concern about moisture getting in my car considering it was outside uncovered. He assured me the car was ok.September 19, 2022 -conference call between ******, Liberty Mutual, myself and *****. I again expressed concern about my car being outside and exposed to moisture. He said that he would bring it inside and assured me that it would be throughly detailed before being returned to me.October 4, 2022 Call from ***** saying he would no longer be working at the ************** location, but all of the parts for my car were in.November 9, 2022 -Called G&C, spoke with the manager ***. There had been no progress made on the repairs to my vehicle. November 15, 2022 - owner called to apologize and offer to cover my deductible. December 23, 2022 - car is ready for pickup Numerous issues with the condition of my vehicle after I brought it home.-scratches - chips - not detailed - mold - blind spot sensors not working - tires flat December 26, 2022 -sent a text to G&C explaining how dissatisfied I am with the condition of my car. January 3, 2022 -No response from G&C

  Business response

  04/03/2023

  The guests vehicle was at our facility waiting for parts that where not available from the manufacturer. Due to the very long delay she was very upset even though the delay was not our fault. We waived her $1,000 deductible to accommodate her for the inconvenience. After picking up her car she had multiple minor concerns with the repair work. As per the ****** of ********** Repair we have the right to correct any concerns a customer has she did not give us this opportunity. She instead retained a lawyer and threatened to *** us. We met with her lawyer and her and went over all is***s and came to an agreement to pay her a sum amount for the corrections in the amount of $3,084.91. 

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Was in a car accident, took my car to G&C auto body, they didn't finish the job, told me to bring it back in a month when the paint dried, so I did. Left it there 2 days and they didn't do any work. I've been calling them and they are refusing to help me. They are ignoring me and won't fix my car or refund my money. They just took my money and ignored what they said they were going to do. I want them to give me my money back.

  Business response

  04/03/2023

  The rear bumper was a minor repair and paint. The customer was not happy with how his rear bumper was fitting to his car. We showed the customer photos of the bumper when it came in and it was fitting the same way. We even gave him a technical service bulletin from **** showing this was a known issue due to the lower bumper air diffuser causing pull on the bumper. The only fix was to install a very expensive bracket replacement kit. This was not our responsibly nor our fault. He got his insurance involved and escalated the issue so we made the decision to fully refund him on the job even though we did nothing wrong. 

  Customer response

  04/11/2023

  The bumper tab was broken and the service was bad and rude
  Complaint: 17455892
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩